I just upgraded to 6.4 SP2 last night. I had read about the new feature that sends out emails for new ticket comments almost immediately vs. the 3-4 minute delay we usually see. The issue is that now we are receiving two emails every time a new ticket is created: 1 email is received almost immediately, this is the "comment submitted" email; a 2nd email is received in 3-4 minutes, this is the "Ticket Created" email.

Is there a way to suppress the "comment submitted" instant emails for brand new tickets but keep that "instant email for comments" feature in place for any future comments added to the ticket? We don't want to get two emails for every new ticket. I realize this is more of an annoyance than anything else.

Thank you.
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I contacted Dell support and they indicated that they would potentially address this in a future release. The current workaround is to disable the "comment submitted" emails altogether and only receive the "ticket modified" emails which is fine for us. The extra email clutter isn't worth it just so you can get the comments instantly vs. waiting a few minutes.
Answered 04/27/2016 by: ej72
Senior Yellow Belt

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I would love to hear if someone had an answer for this? The ONLY solution (besides waiting for a patch) would be to disable all Email On Events and only have custom ticket rules handling Notification Emails. I have a similar issue when tickets getting closed where we'll receive 3-4 messages (Ticket Closed, Comment, Ticket Modified, etc..) and haven't found a reasonable solution yet. 
Answered 04/20/2016 by: MAXintosh
Senior Purple Belt

  • This problem is very annoying. I really wish Dell Kace would address this. I would much rather have the delay than all the extra email...
  • We have the exact same issue. If any of you find a fix post it on here.
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